Call Center Manager

Job Description

Job Summary :

Managing the call center operations on a day-to-day basis to ensure optimum performance and continual improvement in the Key Performance Indicators and 100% client satisfaction. Resolves client and associate issues and performs other duties as required to develop efficiency and profitability in all aspects of call center management. The Call Center Manager also must ensure that safety and security procedures are in place per company guidelines and standards for all associates and clients.

Duties / Responsibilities :

• Represent ProSolar professionally while communicating with and educating potential customers
• Maintain the Call Center location
• Daily maintenance of the appearance of physical location
• Train and Coach call center staff
• Through customer service issues
• To reach the daily call and appointment quotas
• To maintain a positive attitude
• Manage schedules for the team of Customer Service Representatives
• Listen to call recordings daily to monitor quality and accuracy
• Monitor Quality Assurance (QA) data entry for accuracy and coding
• Analyze call center data and prepare reports for management
• Confirm all Set appointments twenty-four hours before appointment time
• Perform "The Welcome Call" for Prosolar South Florida
• Follow-up call to all prospective clients who completed a set appointment
• Utilize the company's software system to look up and record information regarding a customer's account
• Participate and contribute to develop monthly, quarterly, and annual call center goals and action plans
• Contribute to a team effort to meet or exceed service, and quality goals
• Follow the disciplinary action and / or improvement plans for employees if goals are not being met
• Recommend to management improvement process for the Call Center
• Implement and manage ProSolar Group's Five Star Scoring program
• Other tasks as assigned.

Requirements

Required Skills / Abilities :

Education and Experience :

Physical Requirements :

Benefits

Benefits :

Benefits Package available after 60 days of employment. However, some items are subject to meeting eligibility.

Pay Ranges

Disclaimer : Compensation may vary based on role, level, experience, time in a position, and location. Candidates are not guaranteed to be at the high or low end of the compensation ranges presented. The Company complies with applicable federal, state, and local minimum wage requirements.

ProSolar Group LLC is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At ProSolar Group LLC we believe that empowering people and valuing their differences will help us create a planet run by the sun for everyone.

We are committed to equal employment opportunity without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. If you have a disability or special need that requires accommodation, please let us know